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  • What We Do
    • About us
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    • Meet the team
    • Meet the board
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  • Share Your Views
    • Find a service
  • How We Make A Difference
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Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham encourages providers to respond to comments the public have left.

Alongside ensuring providers can have a fair say in discussions about their services, replying to reviews demonstrates evidence of responding to patient feedback for the CQC, who regularly monitor our Feedback Centre. It is also an effective way to recruit service users for any wider engagement work at your organisation.

Guidelines for provider responses:

  • Keep language appropriate and civil
  • Remain professional and treat people’s comments fairly
  • Engage with the content of the review by addressing specific points and avoid cut and pasting a standard response
  • Don’t disclose the service user’s personal details or any potentially identifying information
  • Where appropriate leave organisational contact details e.g PALS or patient engagement teams for people to get further information

Remember: your response will be seen by everyone who uses the Feedback Centre, not just the original reviewer. All responses are moderated in accordance with our moderation policy.

For full terms and conditions, including a guide to how right to reply works for service providers download this guide.

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Original feedback for

Harborne Medical Practice



She told me I had decent trainers to walk.

I was told I had Type 2 diabetes by a practice nurse, following two blood tests. I was told it was classed as 'well managed' and that I would be referred to a weight loss app. The nurse also said "you have decent trainers on there, maybe you could try using them to exercise". She said to phone her if I needed any more advice, that they (assume surgery) was there to help me. I was not given any advice other than to lose weight and exercise more. I feel quite shocked at the diagnosis and failed to ask questions. I called again a few days later and said I didn't really understand what happens next. I was again reassured that there was a team of people to support me, and that I would be booked in for an eye test. But none of this told me about my diagnosis, and I didn't know what questions to ask. I did my own research and ordered some pamphlets from Diabetes UK. These have been more helpful. It would have been helpful to have more information given at time of the initial appointment, and signposting to Diabetes UK, which is useful. The eye exam was really good, and the person doing the test gave lots of advice and explanations in response to questions. I have had another check up recently. I can see on my NHS account that the results show a rise in my blood sugars, but no one has contacted me about this, it was two weeks ago. So again, I'm not sure if this is significant or not, I can only assume not as there has been no contact. It all feels as though there is a focus only on my weight, which has made me feel embarrassed about going back.

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